National Consumer Helpline Centre for Consumer Studies, Indian Institute of Public Administration, Indraprastha Estate, Ring Road, New Delhi-110002 Summary Report October 2017 A Public Service Project of Dept.of Consumer Affairs, Government of India Toll-free Numbers: 14404, 1800-11-4000 Consumer App (download from Google play store) SMS: +918130009809 Website: www.consumerhelpline.gov.in You can also chat on our website
National Consumer Helpline October 2017 In the month of October 2017, National Consumer helpline registered 41,187 dockets. Out of 41,187 dockets, 26971 complaints were handled at Toll free telephone numbers, 1,068 complaints were registered by outbound calls to SMS received, 12,701 complaints were reported on the Website. 55* complaints were reported through Consumer App from 15 st to 31 th Oct. 2017 On the web chat front, from 1th October to 3 1th October 2017, 1280* users queries were handled. On an average, 53 users are contacting NCH per day. The NCH Website www.nationalconsumerhelpline.in has registered a hit count of 2,34,361 during the month. Sector wise, the e-commerce sector contributed to the highest number of complaints 21.4% of the total dockets made i.e. 8,822. Banking Sector was at second position with 12.1% of the total dockets. The rest of the top five sectors are Telecom, Consumer Electronics, and Consumer Durables registering 11.9%, 6.5% and 4% respectively of total dockets registered. Banking sector moved to second place instead of Telecom as compared to previous months. Also e-commerce complaints have gone up compared to earlier months. Region wise, the maximum numbers of complaints registered were Maharashtra 5,972 calls, forming 14.5% of total dockets made. Among the top five states are Uttar Pradesh, Delhi, West Bengal, and Karnataka registering between 13.62% to 6.23% of total dockets. Delhi is at the third position. This month West Bengal is at 4 th position instead of 5 th position earlier. First time Karnataka state has come in top 5 states. In the Continual Consumer Education series every morning, 23 sessions on various consumer related topics was held. Convergence 19,287 complaints were registered for Convergence companies and 9482 responses were received from them, where the response is at 49.1%, within the month. Responses from complainants (User Review): Complainants have posted 625 user remarks on the portal. In 592 cases, consumers have confirmed that their problem was resolved, accounting for 90% of the total responses. Email and Letters: 277 emails were received from Department of Consumer Affairs, out of which 143 complaints were registered on INGRAM. 34 letters were received by post replies have already been given. RTI s responded to during the month were 3. CPGRAMS: 772 complaints were received and 416 replied which include September and October complaints. *Note:- Consumer App was not functional between 13 th Sept. to 14 th Oct.2017.The web chat also was not functional on 10 th, 11 th & 18 th October 2017 respectively. 2
Public/Consumer Feedback: Type of feedback No of Complaints Not Satisfied with company Response 12 Delay for resolution 16 Satisfied 4 Query 2 Suggestion 6 Complaints 12 Total 52** **These complaints cannot be handled as no contact details are available as they are not required to be mentioned in this feedback category. Top 10 States complaints S.No. State No of Complaints %age 1 MAHARASHTRA 5972 14.50 2 UTTAR PRADESH 5609 13.62 3 DELHI 4939 11.99 4 WEST BENGAL 2692 6.54 5 KARNATAKA*** 2564 6.23 6 RAJASTHAN 2505 6.08 7 MADHYA PRADESH 2464 5.98 8 HARYANA 2288 5.56 9 GUJARAT 2151 5.22 10 BIHAR 1783 4.33 ***Karnataka has appeared in the top 5 states for the first time and West Bengal has moved up one position. 3
State wise complaints received at NCH 4
Sector- wise Complaints *Others sector includes 9% General enquiries and non CPA Complaints. E-Commerce complaints have gone up in the month Gender Wise Calls 5
Continual Consumer Education DATE TOPIC/SECTOR DESCRIPTION 3rd Oct 2017 General Session Open House 4th Oct 2017 Quality Observation by supervisor 5th Oct 2017 Quality Observation by supervisor contd.. 6th Oct 2017 Non Life insurance Mobile insurance claims 7th Oct 2017 Banking/NBFC Credit scores of individuals 9th Oct 2017 Banking/NBFC Credit scores of individuals contd.. 10th Oct 2017 Real Estate CPA/Non CPA issues 11th Oct 2017 Real Estate PM Avas Yojana under Subsidy Scheme 12th Oct 2017 Regulators Turnaround time ( TAT) & rules 13th Oct 2017 Reports Discussion on Sept. Monthly Report 14th Oct 2017 Food Adulteration in sweets 16th Oct 2017 Banking Transfer and top-up of loans 17th Oct 2017 Govt Identity Services Voter ID & other Cards 18th Oct 2017 Health Sector Govt Hospitals - complaints/hierarchy & has to draft a complaint 20th Oct 2017 Misleading ads Complaints & the hierarchy 21th Oct 2017 Legal Metrology Labelling rules for packaged product 23st Oct 2017 Postal service Redressal Hierarchy for complaints 24rd Oct 2017 INGRAM version 2 Changes introduced 25th Oct 2017 Automobile sector Complaint filing and Redressal 27th Oct 2017 28th Oct 2017 Motor vehicle insurance Motor vehicle insurance What / Why/ What is Covered/ Claim Procedure What / Why/ What is Covered/ Claim Procedure contd 30th Oct 2017 Regulators Time frame Electricity and Telecom sectors 31st Oct 2017 GST Queries from counsellors 6
Complaints Received - SMS SMS Month Total SMS Received Total Unique SMS Received Dockets made in INGRAM (excludes repeat dockets and Already spoken over) Sept. 2017 3404 2082(61.2%) 1,214(58.3%). INGRAM Grievance Redressal@ NCH Month Convergence Companies Total Complaints Received Responses received Non Convergence Companies Total Complaints Received Disposed / Action taken(email sent) Oct. 2017 19, 287 9482 (49%)* 12,454 12,454 *Response% is with respect to the number of complaints registered and responded to in the same month.it does not include the response received on the dockets registered in the previous month. Complaints Received Letters from DCA Month Letters Total Complaints Received Disposed Oct. 2017 34 34 Status of Complaints Received on Consaff Twitter Handle No of actual Complaints received Repeat Complaints No of Unique complaints Dockets registered Complaints moved to nodal officers of Govt. Complaints resolved By Company/Govt. Complai nts in process Disposed Non CPA/ Not resolved 26 2 Con. Non Con. Govt Dept 6 Con. Non Con. Govt Dept 10 1 16 2 6 6 1 0 7
Total Emails received Complaint received e- mails from DCA Emails received Incomplete Informationresponded with Remarks Others (Feedback, Suggestion & Query) Unique Docket Made Repeat 277 143 88 46 0 Centralized Public Grievance Redress and Monitoring System (CPGRAMS) Complaints are forwarded to NCH through CPGRAMS Portal www.pgportal.gov.in. The status of complaints for October 2017 is as under Name of Organization Grievance(s) Received for month of October 17 + C/F of Pervious Month Grievance (s) Disposed 0 to 15 16 to 30 31 to 45 46 to 60 NCH 495+277 =772 416 356 230 115 11 0 Pendency Based On Diary Date* 0 to 15 16 to 30 31 to 60 61 to 90 91 to 180 181 to 365 141 162 79 3 1 24 8
NCH Web Chat Report DATE Days NO. OF CHAT 3-Oct-17 Tuesday 42 4-Oct-17 Wednesday 63 5-Oct-17 Thursday 61 6-Oct-17 Friday 60 7-Oct-17 Saturday 16 9-Oct-17 Monday 17 10-Oct-17 Tuesday 10 11-Oct-17 Wednesday 16 12-Oct-17 Thursday 27 13-Oct-17 Friday 67 14-Oct-17 Saturday 97 16-Oct-17 Monday 56 17-Oct-17 Tuesday 37 18-Oct-17 Wednesday 32 20-Oct-17 Friday 35 21-Oct-17 Saturday 61 23-Oct-17 Monday 71 24-Oct-17 Tuesday 74 25-Oct-17 Wednesday 72 26-Oct-17 Thursday 77 27-Oct-17 Friday 74 28-Oct-17 Saturday 70 30-Oct-17 Monday 74 31-Oct-17 Tuesday 71 Total 1280 The web chat was not functional on 10 th, 11 th and 18th October 2017. 9